Problem

People have year-round tax needs but the product was only designed to support tax season from February to April.

From a business standpoint we needed to support all user needs while not hurting conversion during tax season.


Solution

I designed a modern, familiar, and flexible "Tax Timeline" interface to surface important tasks and create a year-round customer relationship. You can read more about this work in an article I wrote titled "Lessons Learned While Designing a Timeline”. Read more on Medium:


Turbotax Home: Creating a year-round customer relationship

Mar 19, 2018


Outcome

There were many business impacts. Certain support call topics dropped by 46% saving the company nearly $1M annually. We also introduced a post-season experience allowing users to download a return they started and to finish it offline. This additional feature created annual net new revenue of $600k.



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